Rule execution

최근 업데이트 : Jun 16, 2022 |

If the customer data collected in a call, messaging, or chat interaction matches the rule condition, depending on the channel and rule configuration, Avaya Experience Platform™ Public Cloud performs one or more of the following actions:

  • Route the interaction to the configured queue.

  • Assign attributes to the interaction.

  • Trigger the configured workflow.

To apply a rule to an interaction, you must select a routing queue or assign attributes to that rule. If you do not select the queue or attributes, you cannot assign the rule in the channel routing configuration. You configure channel routing settings on the Channels tab.

Routing settings

If the rule condition is true for a channel interaction, the contact center replaces the channel routing settings with the rule routing configuration.

For example, in the voice channel configuration, you determine that all calls to a certain number should go to the Sales queue and assign a content data rule 1. In the rule 1 configuration, you specify the queue as HR. If the rule condition matches the collected customer's context data, Avaya Experience Platform™ Public Cloud routes all incoming calls associated with that number to the HR queue.

Attributes

If the rule condition is true, Avaya Experience Platform™ Public Cloud replaces the attributes that you configure in the channel routing settings with the rule attributes in the following way:

  • If you do not add attributes in the channel routing settings and configure attributes for the rule, the contact center uses the rule attributes.

  • If attribute categories match in the channel routing settings and rule configuration, the contact center uses the rule attributes for that category. For example, if you add Language.English and Language.Spanish attributes for a number in the voice channel and add Language.French for the rule, the contact center uses Language.French for routing.

  • If you do not add attributes for the rule and configure attributes in the channel routing settings, the contact center uses the channel attributes.